Gaye Watanabe 270002ME82 firstname.lastname@example.org Tags:  case education analytics training foundation ecm youtube 71 Visits
Gaye Watanabe 270002ME82 email@example.com Tags:  mentoring records and services installation ecm offering 133 Visits
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Gaye Watanabe 270002ME82 firstname.lastname@example.org Tags:  storediq ediscovery starts services ecm quick offerings 113 Visits
A new approach to records management and retention scheduling... IBM Atlas Global Retention Policy and Schedule Management Quick Start
Gaye Watanabe 270002ME82 email@example.com Tags:  services starts atlas offerings lab quick ecm 136 Visits
IBM is pleased to announce the addition of the following certification to the Professional Certification Program from IBM. By achieving certifications, technical professionals are able to validate their knowledge and skills, and demonstrate their technical competence to others.
These intermediate level certification is intended for deployment professionals that perform planning, installation, upgrade, configuration, configuration documentation, security, basic performance tuning and troubleshooting on IBM FileNet P8 V5.2.1
These tests are available worldwide via test delivery vendor Pearson VUE. The test fee is $200 USD each in developed countries and $100 USD each in emerging market countries. The test delivery vendor can verify the specific test fee within each country.
The tests are also available to IBM employees at a discounted rate of $30 USD each via the SWG On-line Test Delivery Process. To take advantage of this offer, IBMers must click here and:
For more information, please contact Tim Lockwood (firstname.lastname@example.org).
Actionable Content is making a difference! Leverage the IBM Enterprise Records Mentoring Quick Start
Gaye Watanabe 270002ME82 email@example.com Tags:  mentoring ecm enterprise quick records starts services 241 Visits
Gaye Watanabe 270002ME82 firstname.lastname@example.org Tags:  services service content collector ecm offerings lab sharepoint 364 Visits
Gaye Watanabe 270002ME82 email@example.com Tags:  ibm education training demo interface datacap navigator ecm 315 Visits
Gaye Watanabe 270002ME82 firstname.lastname@example.org Tags:  offerings #actionablecontent service ecm 292 Visits
The new IBM ECM Blog site http://ibmecmblog.com/ is live now!
The new blog site will provide you access to all the latest information and news about IBM ECM Products and also interesting blog posts from our IBM ECM Experts and Thought Leaders.
Please update your bookmarks with the link to this new blog site - http://ibmecmblog.com/ as the blogging section of the WW IBM ECM Community would be sunset by end of this week.
The new blog site has exciting features and you can now join the IBM ECM conversations on Twitter! And Don't miss to subscribe to the blog site as you can now receive notifications of new posts exclusively by e-mail!
We look forward to your continued support and request you to share your thoughts and engage with us through this new blog site!
Today’s guest post is courtesy: Michael Green, Offering Team Lead – Enterprise Content Management, IBM
The old saying that “knowledge is power’ has never been more true than it is today. Access to the right content is critical to the success of almost every type of organization—and so is maintaining this content over time. Knowledge workers need access to information, and they also need flexible processes so they can customize their approach and achieve the best possible outcome. And yet, businesses depend on the efficiency and consistency of automated processes, which means they need a case management solution that can provide both customization and control.
In addition to gaining access to the right information, knowledge workers need the ability to use analytics to drive even deeper insights and ensure consistent
decision-making. Information helps knowledge workers make better decisions, especially when case types are complex. The next steps and the final outcomes are not predetermined, which makes them unsuitable for automated processes control. Instead, they require knowledge workers to review the documentation and use the analytics to really discern the next steps that set them apart.
Today’s forward-thinking businesses are demanding more from advanced case management solutions. In addition to the basic features of a case management solution, business need technology that can:
How can you find an advanced case management solution that can improve the productivity of your knowledge workers and deliver better outcomes? Join IBM Content 2014, coming soon to a city near you, to get the answers. Discover how easy it can be to create truly dynamic tasks, and learn how IBM solutions can help organizations improve mission-critical processes.
Today's guest post is courtesy Jill Taylor, Program Director - WW Demand Generation, Enterprise Content Management, IBM
Customer expectations are higher than ever before. People expect you to know them as individuals, they demand relevant, timely promotions, easy-to-use self-service options, and seamless, integrated experiences across every touch point, whether they’re using smart phones, tablets or computers. And they assume that these exceptional experiences will remain consistent before, during, and after they make a purchase.
How well is your organization keeping up with the soaring demands of today’s customers? Most companies say that “the customer comes first,” but do they follow up on that statement with the way they align their business?
Customer-focused organizations create systems of engagement to drive excellent customer experience. That’s because mere customer loyalty isn’t enough. You need to create brand advocates—people who are willing to share their positive opinions about their interactions with your business to everyone in their extended digital network. They’ll remain devoted customers, and they’ll also generate more business for you, as well as higher revenues. Here are three pillars of a strong customer engagement system:
What can you do to provide these kinds of customer experiences in order to build lasting loyalty? Join IBM Content 2014, coming soon to a city near you, to get the answers. Learn how IBM’s enterprise content management solutions can provide a complete view of your customer so you can anticipate their needs, and discover how secure, reliable self-service solutions can help create satisfied customers—and evangelists for your brand.
Deepthi Nagarajan 270005NCRR DEEPTNAG@IN.IBM.COM Tags:  business worker ecm process impact case knowledge 2,048 Visits
Image Process Design, Inc. (IPD) will demonstrate IBM Smarter Process solutions at booth 734-1 this year at Impact 2014. IPD, an IBM business partner since 1991, leverages IBM Case Manager (ICM), WebSphere Application Server, Business Process Manager (BPM) and Operational Decision Manager (ODM) to offer clients the benefits of IBM’s Smarter Process initiative.
Smarter Process combines world-class IBM technologies to add business intelligence, predictive analytics, enterprise content management (ECM) and master data management to knowledge worker operations. IPD offers packaged solutions that allow clients to realize immediate business benefits from their IBM investments.
IPD Smarter Process solutions for insurance deliver operational transformation across the insurance enterprise, allowing companies to better leverage their IBM technology stack for competitive advantage.
IPD understands the complexity and uniqueness of insurance case and process management use cases. We know they require deep interactions between people, information and regulations to produce optimal business outcomes, better judgment and decision-making. In fact, IPD is one of only a few companies building packaged repeatable solutions for the most complex of use cases in claims, new business / enrollment, underwriting, appeals & grievances and other areas.
Stop by IPD’s Impact booth 734-1 to see a demo showcasing how Smarter Process can transform operations and learn more about solutions that best leverage Case, Content, Process and Rules.
IPD is a premier IBM business partner with more than 23 years of experience solving complex business challenges for large financial institutions. Our expertise is coupled with a highly referenceable client list and numerous Gartner references.
That's what voice over artist and actor Miguel Ferrer would say in a deep voice as explosions appeared on camera, but we all agreed it was a bit too much.
Which is not to say that there still are not three awesome things that are about to happen at IBM Connect 2014; and they all begin with the letter 'S.'
Last week, the entire United States of America was assaulted by cold weather. Except for Florida.
As all 48 states, including California, wore blue on the weather map it was Florida that remained a nice orange/red (and it of course prompted a fun "We Hate Florida" meme).
As a former resident of Florida, I can tell you that in January there's no better place to be than the "Sunshine State."
The way that knowledge workers are collaborating and sharing content is continuing to shape how we define what enterprise content management needs to be for our customers.
The document that your user could access two years ago isn't as important as the document they can share today. Or the document that they will collaborate on tomorrow. On the desktop and across mobile devices. Content will be driving what they do and the way you deploy your solutions will be critical for their success.
The theme of the conference this year is "energizing life's work" and as an ECM practitioner it's a great opportunity to learn about new ways to connect people and teams inside and outside your organization to share and innovate with content.
There are a number of things we have planned for ECM at IBM Connect 2014 including exciting sessions with everyone's favorite experience platform IBM Content Navigator as well as other ECM solutions, a keynote from Doug Hunt and a mobile demo that you're going to want to see in person.
The last 'S' is for Scott Adams, creator of Dilbert! To put it in perspective, Dilbert.com went online in 1995 and was the first syndicated comic strip to also be available on the Internet. Adams was 'social' before we had a word for it. I have no doubt that he'll be funny and we'll all be entertained, but he's also one of the trailblazers of what we do around how, where and why we share content.
Nice weather. Learning about social content management. Dilbert. What are you waiting for?
The OnDemand User Group (ODUG) is opening its annual meeting to a wider audience through a special live webcast from IBM's Information On Demand Conference in Las Vegas on November 7, 2013. As a user of IBM Content Manager On Demand(CMOD), you are invited to attend the session and learn more about ODUG.
When: Thursday, Nov 7, 2013, beginning at 8:30 AM PT / 11:30 AM ET
Where: Mandalay Bay Convention Center South in Tropics B
While the annual ODUG meeting has always focused on technical topics, this year the ODUG Board has selected an agenda for live broadcast to a wider audience to bring the benefits of shared experiences and peer networking to more CMOD users.
Several sessions throughout the day will be available to you online:
If you are not able to attend in person, you can register to attend several online sessions below.
8:30 AM - 9:30 AM PT / 11:30 AM - 12:30 PM ET - The New IBM Content Navigator
IBM's Senior Product Manager Ian Story will lead a guided tour of the new IBM Content Navigator and its benefits to CMOD users, including Mobile ECM capabilities, CM8 and CMOD federation, e-Client/pClient replacement functions and much more. Click here to register for this session
1:30 PM - 2:15 PM PT / 4:30 - 5:15 PM ET - Enhanced Retention Panel Discussion
AT&T's Benny Ormson will lead a panel discussion consisting of other CMOD users who have deployed Enhanced Retention features in CMOD.Click here to register for this session
3:45 PM - 4:30 PM PT - 6:45 PM - 7:30 PM ET - Lifecycle Governance Panel Discussion
OR if you think you may want attend IBM Information On Demand this year, click here to register for the conference.
There are CMOD sessions, special events and other CMOD users at IOD who would love to meet you!
Are you looking forward to an effective way to collaborate, leverage expertise and business critical knowledge from any device on any platform? If yes, then the Social Content Management (SCM) track in the ECM forum is the right place to be.
Today, a great deal of content is presented in a variety of social forums on mobile devices, the desktop and the web, and businesses need to exploit that content while ensuring proper governance. Join us IBM and ECM industry experts for compelling conversations on how you can take your business to a whole new level: a social business level.
IOD will be host to some very interesting sessions covering social collaboration and how to deliver trusted content to smart devices and tablets across IBM and CMIS compliant repositories.
Visit IOD and leverage this opportunity to network with peers, know more about the latest technology trends, challenges and case studies in social content management, customer experiences, expert opinions and a lot more.
We recommend you attend the following sessions on Social Content Management:
ESC-3566A A Global Social Collaboration and Content Management Architecture and Deployment Strategy, Wednesday, Nov. 6, 1:45 PM-2:45 PM, Lagoon GH
ESC-3354A: Prudential: Using the Best of Both Worlds, Content and Social, Wednesday, Nov.6, 11:15 AM-12:15 PM, Lagoon F
ESC-3305A: Living Social: It Is Not Just About the Conversations and Topics, Monday, Nov.4, 11:30 AM-12:30PM, Lagoon GH
ECG 3754A: IBM Enterprise Content Management Products and Solutions Strategy, Monday, Nov. 4, 3:30-4:30PM, South Seas F
Also IOD provides you a one-time opportunity to meet 1:1 with IBM executives, subject matter experts and innovative IBM Business Partners. Talk strategy with ECM business leaders, such as Doug Hunt, John Murphy and Carol.Z. Taylor or take a deep dive into SCM with experts from our product and technical teams, including Ian Story, Cengiz Satir and Steve Studer. Don’t miss out!
Learn more about Information on Demand
Deepthi Nagarajan 270005NCRR DEEPTNAG@IN.IBM.COM Tags:  mobile content ecm #ibmiod navigator 1,794 Visits
Ian Story,Senior Product Manager - Enterprise Content Management,IBM
Something struck me the other day - I haven't used a thumb drive in a long time. These little devices used to be staples of our digital lives, and I'm sure I still have one or two floating around in my briefcase somewhere, yet I couldn't tell you the last time I needed one. In today's connected world, I access content when I need to, where I need to, from whatever device I happen to be on. If I need to send a presentation to someone, I share it via a secure link, instead of copying it onto a thumb drive that will get me into trouble if it falls into the wrong hands. If I need to take a document with me on the road, I sync it to my mobile device, or pull it down for offline editing, and never think twice about it.
I don't think this is just me, in fact, I know it is not - in my job as a Product Manager here at IBM, I talk with our clients and prospects many times a week. They are all doing the same sort of thing, and for our customers, it has never been easier to work with your content wherever you happen to be, thanks to IBM Content Navigator. Content Navigator includes Worklight - our cross platform mobile toolkit; it also includes IBM QuickFile for secure file transfer of any document from your ECM system to anyone in the world. Better still, Content Navigator is available on whatever device you need it on, whether it's an iPhone or your laptop in Microsoft Office or an HTML5 web browser on the latest tablet - providing secure access to your content wherever and whenever you need it. And, with both the Worklight toolkit and a native app for iOS, to say nothing of the aforementioned HTML5 UI that works on any modern mobile device, making your content mobile has never been easier.
So, while the thumb drive is dead, I'm not mourning its loss. I'm happy to not worry about losing the latest secret documents on a tiny thumb drive that may fall out of my pocket in a taxi (at least if I lose my mobile phone, I can remote wipe it). Besides, think of all that extra flash memory manufacturing capacity that can be put to a much better use, like building solid state drives for computers, tablets and phones - giving them that instant-on feeling and being much more rugged and less prone to drives failing. Imagine what the world would be like without solid state drives, with a big excess of flash memory capacity that was being built for thumb drives, sitting around with no place to go...ever plugged a thumb drive into your iPad? Nope, me neither. Yet, on a daily basis, I work with my latest documents, collaborating with my peers all around the world, right there on my iPad, even when I'm disconnected on a plane (which happens less and less these days, in-flight Wi-Fi is almost as cool as Content Navigator). Long live mobile enterprise content management, good bye and good riddance to all the amusing keychain drives with various blinking lights, logos, shaped like little animals and so forth.
And last but not least, since I mentioned the boon of in-flight Wi-Fi above, it made me think of going places on airplanes. If you're still reading this, you should be planning to take a plane (or if you're close enough, some other form of transportation like a taxi or ride a horse or something) to Las Vegas in November, to our Information On Demand conference.
Here are some sessions that you should not miss.
ECG-1536A: IBM Content Navigator: The Enterprise Content Management User Experience,Date:6th November 11:15 AM – 12:15 PM, Mandalay Bay H
EIC-1664A: Creating Enterprise Content Management Mobile Applications Using IBM Worklight and IBM Content Navigator,Date: 6th November, 2013, 3:00 PM-4:00 PM,Location: Lagoon AB
EIC-1788A: Enterprise Content Management Mobile Update and Roundtable, Date: 6th November, 2013,10:00 AM-11:00 AM,Location: Lagoon GH
You can see some of this amazing enterprise content management technology for yourself and also a featured demonstration of ECM and mobile in the ECM keynote at the conference.
I'll be there, maybe I'll even hand out a few antique thumb drives as souvenirs - relics from a day long gone!
Scott Blau 270004N498 email@example.com Tags:  imaging datacap capture mfp blau mobile time coca-cola real ecm iod scott 5,298 Visits
It's time to start planning your agenda for Information On Demand 2013 - aka "IOD," in Las Vegas. Whether you are in IT, Operations, or Finance, IOD is a great networking opportunity: meet with peers, industry experts, and influence the architects of your current solutions. Choose between business, technical, and leadership training sessions, or use the event to expand your understanding of Business Analytics, other Enterprise Content Management (ECM) technologies, and Information Management. There are also special events with todays thought leaders. You will be encouraged to “Think Big,” but maybe just as important, you can also learn how to “Think Fast.”
The main reason to go to IOD? Capture, of course! We're putting the focus on capture in the context of "real-time imaging." What's real-time? That's the time you - and your customers - expect things to happen when they have a smartphone in their hands. Mobile is coming to capture very quickly now. Don't believe me, then come to IOD to see for yourself. We'll be showing that and related distributed/branch capture capabilities and solutions. You'll see what is available today... and if you pay close attention, we'll give you a sneak peak at the future!
Here are some specific real-time imaging sessions to pencil into your agenda... and there are more to come!
Also, be sure to take advantage of the once-a-year opportunity to meet 1:1 with IBM executives, subject matter experts and innovative IBM Business Partners. I'll be there, but you an also talk strategy with other ECM imaging business leaders, such as Brent Bussell, Feri Clayton,Brian Phelps, and Rick Gawronski. Or take a deep dive in to Document Imaging and Capture with experts from our product and technical teams, including Tom Stuart, Ben Antin, Jim Reimer, Charles Wiecha, Bud Paton and Noel Kropf.
For ongoing IOD updates, follow me on Twitter @CaptureGuru.
Sanjay Kupae 2700050U55 firstname.lastname@example.org Tags:  #bigdata #contentanalytics ecm analytics #ibmiod 2,018 Visits
The thing about twitter is once in a while you come across something that is truly funny and explains what we really struggle to convey in 4 or 6 page whitepapers, one such tweet I came across was by Karen Lopez (Twitter: @datachick)
“"HELLO WORLD" on Hadoop should really be "HELLO YOU, YOU, YOU, YOU, YOU, YOU, YOU, YOU, YOU, YOU, YOU, YOU, YOU, YOU, YOU, YOU" #NoSQLNow
I will put my hand up and say I am geek who get its instantly and all of us who have at some point written a line of code will agree you could not describe personalization driven by Big Data better than that.
The very fact that we are able to process billions of pieces of information to find singular information about people is truly remarkable. The key to personalization is aggregation of information, isolation of facts from the aggregations and recognizing traits, sentiments and features from these facts. The key caveat about personalization is that we need the aggregation of information – demographics, web behavior, offer interaction, historical purchases, social media interactions, service call logs, satisfaction surveys.
Considering one or two sources of information to identify customers or customer types would result in inaccurate descriptions leading less effective personalization and in the end compromising product definition and promotions. Soon, in the Big Data world we will have the ability to aggregate structured and unstructured data and perform advanced analytics like Content Analytics on it- and truly identifying micro-segments of your marketplace and help product designers create products that address the specific needs and marketers can create messages and promotions that excite these micro-segments.
If you want to know more about how Content Analytics analyses information for true insights check out checkout the online demo.
We will be talking about Content Analytics @ IOD 2013 in November, join us in Vegas to converse with a wide range of experts on all things Big Data and Analytics.
Scott Blau 270004N498 email@example.com Tags:  india entry ocr data #capture datacap blau scott capture ecm 2,307 Visits
I'm just back from a trip to India. Until fairly recently, I would never have imagined significant opportunity for document capture in the very place where outsourcing of data entry has been most successful. That's relevant to the document capture business because when a document is "captured" two things happen:
Even banks with far-flung operations and massive workforces are exploring ways to automate aspects of the document capture process: the volumes of documents to be captured are staggering once a bank wades into the world of branch capture. (My thoughts on how branch capture is technically something new in document capture: http://ibm.co/13i74bl.) Automation not only reduces costs, but speeds up the process, ultimately helping improve customer services… and most importantly, customer satisfaction. (And if you are skeptical that customer satisfaction is the underlying benefit of document capture, let me try to convince you: http://ibm.co/10bwmsJ.)
Put another way, in large-scale document capture operations, there is a premium on reducing complexity, including the number of people involved. Globally, the Holy Grail is to grow the number of documents being captured, while meeting that growing need with existing staff.
From my perspective, document capture has come of age when it is being adopted globally, even in markets traditionally noted for the low cost of labor.
To continue the conversation, connect with me on Twitter @captureguru.
Scott Blau 270004N498 firstname.lastname@example.org Tags:  watson blau datacap scott jeopardy capture ocr ecm 3 Comments 5,167 Visits
4 Non-Trivial Questions to Ask before Committing to Production Document Capture
In late 2009 and I got a call from the brother of a good friend. He was a researcher at IBM's Watson Labs - soon to became famous for the "Watson" artificial intelligence engine that spectacularly beat the top humans on the trivia game-show, Jeopardy!
My friend was trying to solve a problem and thought that my company, Datacap (the acquisition of Datacap by IBM was not even on the horizon at this point), could help, since we specialized in optical character recognition (OCR) and related document capture technologies.
I said, "great, let me ask you 3 or 4 questions about what you are trying to do:
1) What is the volume of documents/pages/images you need to process per day, week, month, or year?
2) What data do you need to extract from those pages, any special considerations to take into account?
3) Are the pages consistent in format, variable, something in between?"
He said he had 5000 pages. Clearly to him that was a big number, but he was a bit deflated when I asked, "is that per day?" In the production document capture business, it is definitely common that a volume like that may be literally processed "before breakfast."
But 5000 pages were all he had. Not every day or week, or even every month, just once. I was a little skeptical, but I wanted to learn more.
He needed to extract information from an English language pronunciation guide. He wanted to read the word to be pronounced, and then the linguistically precise definition of the pronunciation, including diacritical marks (accents) commonly used in those definitions. In other words, this was not just straight English language OCR. My skepticism increased.
I wasn't surprised when I next learned that the pages were not at all consistent, that the definitions for a specific word could wrap from one page to the next, or that the pages to be scanned were in bound books...
That was it. Did he really expect to use a production capture product to process - one time - 5000 pages with specialized text and words on them and no fixed format? Well, yes, he did. He had a real challenge and his expectation was not unreasonable... it just is not what production document capture is about.
Those three questions can help anyone quickly assess a document capture problem. In this case, the answer was simple, but perhaps wrong. I advised him that it would not be economically feasible for him to invest in production document capture, but in giving that answer I missed a great opportunity.
Turns out I should have asked a 4th question, "why do you need to read a pronunciation guide?"
I learned later that my friend was working on a major artificial intelligence project, one that would need a computer capable of blurting out words under extreme time pressure. He was, in fact, working on giving "Watson" a voice. It was that voice, having been trained to enunciate thousands of words, that went on prime time to beat the best human players at a live game of Jeopardy!
He eventually used a desktop OCR program and a lot of patience to translate the pronunciation guide from paper to something Watson could understand. Although my 3 questions helped me quickly assess the value of the opportunity, by skipping the 4th question, I missed the opportunity to brag how Datacap helped to give Watson a voice!
Is production document capture and imaging right for you? Click here to learn more on using capture solutions.
Guest post by Michael Veenswyk, CEO at Integritie
Integritie is happy to participate at ECM’s Business Partner Leadership Forum this week. As a long-time partner with IBM, we welcome the opportunity to get a look at the product roadmap and give feedback on future development.
We’re also proud to be part of the team that helped with the successful implementation at Security First Insurance announced yesterday. This is a great example of a company with a business problem being helped through a partnership with a single focus – helping customers in need.
Florida has more property and people exposed to hurricanes than any state in the country. People whose homes have been damaged or destroyed by a hurricane are often displaced quickly, with little more than the clothes on their backs. Grabbing an insurance policy on the way out the door is often an afterthought. They’re relying on their insurance companies to have the information they need to help them get their lives back in order as quickly as possible.
Security First Insurance had mastered customer service through its call center and web portal but needed help with email and social media. Here’s where the partnership came into play.
Integritie configured a solution built on key IBM ECM software components, featuring IBM Content Analytics with Enterprise Search, IBM Content Collector for Email and IBM FileNet Content Manager software. Now called Social Media Capture 4 (SMC4), it offers four critical capabilities for managing social media platforms: capture, control, compliance and communication. For example, it logs all social networking interaction for Security First, captures content, monitors incoming and outgoing messages and archives all communication for compliance review.
The Content Analytics with Enterprise Search software that anchors the SMC4 solution provides the information necessary to help the company identify and address the most urgent cases first. The software automatically sifts through data in email and social media posts, tweets and comments using text mining, text analytics, natural language processing and sentiment analytics to detect words and tones that identify significant property damage or that convey distress. Security First can then prioritize the messages and route them to the proper personnel to provide reassurance, handle complaints or process a claim.
Security First wanted to be available to its customers no matter how they chose to get in touch. Today, policyholders use any means available to connect with an agent or claims representative, including posting a question or comment on the company’s Facebook page or Twitter account.
The result? Thanks to a great partnership with IBM, Security First is now one of the first insurance companies in Florida to make themselves available to customers whenever, wherever and however they choose to communicate.
Sanjay Kupae, Category Marketing Manager- Discovery & Analytics, IBM
Good experiences are shared. Bad experiences are shouted.
SHOUTED might not be a strong enough word because as customers are more connected, the speed and scale to which negative customer experiences travel the Internet is frightening.
The biggest source of grief for most customers is when they reach out to your contact center. Most customers are calling your contact center only after a long process of trying to fix their problem themselves. They're ready to shout even before they pick up the phone, so when you call for assistance, time and accuracy are critical to creating an exceptional experience for them.
The contact center call experience is one of the most important activities to build customer loyalty. When that customer reaches out to you, for that brief three- to-five minutes your service associate represents your brand and all it stands for.
The customer is speaking to your service associate because they need answers. Which means your service associate either knows what to say, or more often than not they need to look for the right information, somewhere hidden across the volumes on top of volumes of information spread across silos in your enterprise.
Three hundred seconds is not a lot of time, and it's even less time when your employees don't have the tools.
Content Analytics drives exceptional service experience in two ways –it enhances traditional enterprise search to recognize every piece of information residing in the enterprise and secondly it lets businesses analyze customer interactions to identify service challenges and train associates better.
A recent Aberdeen report says that “For companies with content analytics, the streamlined searching and fast response to queries had a trickle-down effect on several universal business metrics. In the last twelve months, these companies reported a 17% improvement in the accuracy of their business decisions, and a similar improvement in the quality and relevance of their overall analytics program. Furthermore, their data-centric business process – like handling customer complaints, processing invoices, managing inventory, or closing the books – became 12% more efficient. Companies without content analytics reported 2 to 6 times less improvement.
Content Analytics not just improves the customer experience during the interaction with the business, but has a definitive impact on retention, advocacy and revenue.
And it can reduce the shouting...
Himangshu Baruah 2700042VN3 email@example.com Tags:  acm impact_2013 case ecm ibm 1,847 Visits
Today’s leading companies are harnessing the value of content for new insight and better business outcomes. IBM ECM is providing the market’s richest solution for case management work patterns through a deep integration of content management and case management capabilities with process, business rules, collaboration and analytics.
Join the IBM Enterprise Content Management (ECM) team at Impact 2013 where you will have the opportunity to learn more about leading case management solutions and how your organization can integrate content and case management capabilities with process, business rules, collaboration and analytics. Featured ECM presentations include:
Register today at http://www.ibm.com/impact
Ask your ECM representative to schedule a one-on-one meeting with ECM Executives at the event
The Impact 2013 Executive Meeting Center is open for business! IBM ECM executives are ready to meet with you and your customers, Business Partners, and prospects to help you progress or close ECM opportunities. Doug Hunt, Ken Bisconti, and David Caldeira are available for meetings during the conference.
We will see you there!
Blog post by
Admittedly, capturing invoices automatically is not as exciting as riding Disneyworld’s Space Mountain roller coaster ride, but it’s not as scary either. Why? Because you have more control. When you ride Space Mountain, you are strapped in like a piece of luggage and you spend half the time in the dark. IBM Datacap Taskmaster Accounts Payable puts the operator in the driver’s seat with lots of tools – available at a single click – and you’re never in the dark.
Leveraging IBM’s Intelligent imaging approach, Datacap enables operators to view scans, faxes, emails and email attachments all in the same format, so it doesn’t matter how your department receives invoices. As you can see in this quick demo Taskmaster extracts data automatically, applies the vendor ID, and enables matching against purchase order line items, so you can help facilitate a three-way match in SAP or Oracle. And watch how easy it is to receive a new invoice and set it up – without building templates or programming.
So here’s a proposal: automate invoice processing with Datacap to cut your invoice processing time and cost in half, and then, with the extra time you have back, you can make plans to fly to Orlando and wait in line for Space Mountain.
By Michael Bahr, WW Techical Sales Leader,IBM Social ECM
Have you ever heard someone say, “Work smarter.”? Have you ever wondered what they meant? How do you as a corporation create an environment to improve productivity without over extending your existing workforce? All these questions were answered at Connect 2013.
For those who missed this session on “Building the Smarter Workforce” by Denis Brousseau from IBM,Josh Bersin from Bersin & Associates and Ralf Larsson from Electrolux at Connect 2013,here is a re-cap.
Working smarter starts with an open, easy to use set of tools your employees are familiar with and will embrace. Look around your workforce and you will see workers texting, searching the internet, following their favorite tweets, and sending emails to friends and coworkers for help. They are working harder to solve problems but not necessarily smarter. Collaboration is the key to solving problems faster but, using email to collaborate is not smarter.
IBM offers a suite of Social tools to help build your “Smarter Workforce” with familiar tools such as blogs, wikis, text chatting, activities, communities, forums, bookmarks, home pages, and community specific file and content management. IBM Social Content Management in conjunction with IBM Information Lifecycle Management and Social Analytics creates the needed synergy to build a “Smarter Workforce” while addressing complex corporate and governmental compliance and regulations.
Provide your employees the ability to share ideas, knowledge, and expertise across professional social networks making sure this exchange of information is available, managed, protected, incorporated into your business systems, and discoverable to gaining new insights, solve problems faster and easier to create your Smarter Workforce.
These are some ways to transform your workforce and create a competitive advantage in your industry. Are you interested to find out how leading companies are creating a smarter workforce to get the right skill in the right place at the right time?
Guest post by Lindsay Drew Smith of Genus Technologies
Slumberland Furniture had a compelling story to share on how going social creates an exceptional workforce with the attendees at Connect 2013.Slumberland Furniture’s highly sought after speaker and Director of Information Services, Jamie Page spoke on how they transformed their company’s culture by leveraging WebSphere Portal and Web Content Manager (WCM) as a collaborative platform for information delivery, core business applications, knowledge sharing and training.
Jamie spoke about real dollar ROI that IBM Connections, Portal, WCM, IBM Content Manager and Genus Media Upshot (a rich media management solution by Genus Technologies) produces annually. He showed to the audience that going social is affordable and attainable with small and mid-sized companies.
So for those who have missed this session at Connect 2013, here are some interesting snippets from Jamie’s session. Slumberland Furniture is a privately held furniture retailer with $350 million in annual sales with 130 stores across 13 states and just a 13-person IT department. As one of America's top sellers of La-Z-Boy upholstery, as well as the Midwest's largest retailer of Natuzzi leather and both Sealy and Simmons mattresses, Slumberland's mission is to improve the life of each customer.
In 2011, Slumberland Furniture corporate management recognized that comprehensive sales associate training was critical to providing a consistently superior in-store experience. The company needed to transform its training delivery model to decrease costs, reduce the labor involved in producing and distributing training media and support more rapid, social delivery of training and marketing/advertising information to store employees. Slumberland also required collaboration on rich media, such as training videos, promotional and advertisement collateral, and branding information and logos.
Slumberland has since revamped its merchandising processes, socially enabled mission-critical applications, and rich-media enabled its employee portal. IBM solutions and Genus Media Upshot were implemented to create effective Social Content Management, managing and delivering all of the firm's rich media assets, such as video, audio, images, documents and presentations. Slumberland now enjoys social learning, operations collaboration, and innovation opportunities for its employees, while reducing costs and improving productivity.
And for those who were there at this session and heard Jamie’s success story- It’s time to take your social content to a new level in the era of Social Business with IBM. Learn more at http://www-142.ibm.com/software/products/us/en/subcategory/SWB40
By Ken Bisconti, Vice President of Enterprise Content Management Products and Strategy
It’s clear from customers and attendees at IBM Connect 2013 that social and collaborative tools are beginning to transform how people interact and work.
Across industries today, companies are looking for ways to boost workforce productivity, protect corporate assets, and properly manage different types of data. And there’s plenty of it. IBM estimates that 2.5 quintillion bytes of data are created every day -- so much that 90 percent of the data in the world today has been created in the last two years alone.
The challenge: How do you deal with all this information and get the right information to the right people? Here’s where social business is coming into play. It provides a better, more modern way for both casual business users and knowledge workers to leverage, create, and consume content both inside and outside the organization.
More organizations are using social software for front office business operations, analyzing big data such as Tweets, Facebook posts, blogs and public forums to react swiftly to customer trends and out-market competitors.
And social and collaborative tools integrated with enterprise content takes information sharing to a whole new level. Social content management – or social business software – brings the innovations of the social consumer web right to the enterprise. People get the great user experiences they love in their favorite consumer applications while meeting stringent enterprise IT requirements. They can create and consume content quickly knowing they have access to the right kind of expertise.
New social business software such as IBM Connections Content Manager makes social content easier to discover, improve, secure and preserve by combining the scalability of social networking with compliant controls. By weaving together valuable content through innovative business processes, a customer can deliver the right information at the right time so that everyone — across an organization — has what they need to make smarter decisions.
Social business activities also need to be integrated and aligned with business processes to be truly effective. To help clients address this challenge, IBM developed Connections Enterprise Content Edition, a superset of the Connections Content Manager. It’s an integrated social content management solution that combines the scalability of social networking with enterprise content management and the compliance controls required by regulated industries. It increases the ability to share knowledge, gain expertise and create high-value content quickly through advanced content, document management and workflow use cases.
Sanjay Kupae 2700050U55 firstname.lastname@example.org Tags:  #ibmconnect ecm connect social scm #ibmecm 1,731 Visits
Guest post by Michael Bahr, Technical Sales Leader, IBM Social ECM
Building a Smarter Workforce is much more than just defining topics for discussion, holding meetings, and driving conversations. In today’s world of social networking, businesses rely more and more on social tools for communications, collaboration, assessing topics of interest, and addressing the needs of their customers and knowledge workers. This new paradigm of doing business requires interaction between the social networking “systems of engagement” and the corporation’s “systems of record” including Content Management.
The ability to share ideas, knowledge, and expertise among knowledge workers has become the basis for today’s “systems of engagement” through collaboration. Today's content management systems now require the same tagging, rating, ranking, and discussion features that have become popular in consumer Social applications. Social content (including blogs, wikis, text chats, activities, communities, pictures, and videos) has entered the workforce and businesses are increasingly interested in making sure this information is available, managed, protected, and incorporated into their business systems and discoverable. However,many IT departments continue to struggle with this new paradigm while maintaining a defendable position with corporate governance.
Customers’ expectations are changing, and an increasing number now expect to be able influence corporate behavior and outcomes by voicing their opinions and ideas via social media. Corporate workers’ expectations are changing also, expectations now focus on the ability to efficiently navigate and find content not only from desktop computers but also from new social user interfaces delivered to the browser as well as mobile devices and tablets.
It has become important for companies to take a new Synergistic Computing approach to customer interaction, knowledge worker requirements, social networking, and corporate governance inorder to build a smarter workforce. By enabling employees to share ideas and work together across professional social networks, organizations are gaining new insights, solving problems faster and easier, and creating a Smarter Workforce.
Are you interested to Build a smarter workforce? Register here for this session (Session id SPN103) at IBM Connect 2013 and hear Joe Shepley of Doculabs and Cengiz satir of IBM share their views on taking your social content to a new level.
SPN103: Living Social, It's Not Just About the Conversations & Topics
Date: 29th January, 2013, 11:15 AM-12:15 PM| Location: Swan Pelican 1 & 2
In a couple of weeks, Steve Studer and I will take to the stage at IBM Connect 2013 in Orlando, FL to present our session "Ignite business performance in real-time with social collaboration, mobile and content", which is session number INV309 for those playing at home (or planning to attend). We’re of course looking forward to blowing the crowd away with an in depth discussion on the powerful combination of enterprise content management with social collaboration, along with demonstrations of some of this cool stuff. However, I wanted to take a moment on a personal note and explain why I’m so excited about it.
I’ve been an IBMer for two years, after spending almost 15 years as a customer, first with Weyerhaeuser, then with Washington Mutual Bank, and most recently with JPMorgan Chase & Co. During my time as a customer, I was part of the Internet “growing up” inside of these Fortune 500 companies – I remember the days of the corporate Intranet, and then portal technologies, and then the dawn of collaboration tools that many of you use today. All along the way, the ECM teams that I worked in or managed were there, integrating our technology into each wave. It wasn’t until I came to IBM that I really saw the light, which each of these earlier initiatives aspired to, but didn’t quite deliver on.
Here at IBM, we’re truly a social organization – using IBM Connections, we work together on a daily basis, blogging, status updating, authoring wikis, tagging and rating as a collective of over 400,000 professionals. What strikes me though is that nearly all of this work is directly related to enterprise content, whether we’re preparing a presentation for a conference like IBM Connect, defining our product roadmap, documenting customer requirements, or any number of similar activities. It is amazing to see this as a relative outsider compared to those that have been at IBM doing this for a decade or more. I can’t help but wonder how the companies I’d worked for in the past would have been different if we’d been doing it this way all along.
So, I hope that you’ll come to this session where we can tell you more about what we’re doing to make this easier for you – combining your enterprise content with these amazing social technologies is a really exciting thing, and I can't wait to tell you all about it and discuss how we can help your organization realize its potential as well.
Register here for this session (Session id INV309) at IBM Connect 2013.
INV309: Ignite business performance in real-time with social collaboration, mobile and content
Speakers: Ian Story, IBM and Steve Studer, IBM
Date: 29th January, 2013, 5:30 PM-6:30 PM| Location: Dolphin Southern Hemisphere 1
Guest Blog by Timothy Perry, CTO, Retirement and Protect of Genworth
Genworth is a leading Fortune 500 insurance holding company dedicated to helping people secure their financial lives, families and futures. Genworth has leadership positions in offerings that assist consumers in protecting themselves, investing for the future and planning for retirement -- including life insurance, long term care insurance, financial protection coverages, and independent advisor-based wealth management, and mortgage insurance that helps consumers achieve home ownership while assisting lenders in managing their risk and capital.
As is expected, we at Genworth want to reduce costs, improve efficiency, affect growth, and ultimately improve shareholder return on investment. One way we can affect all of these things is by making our project teams more and more effective in what they do. Our goals - save time and money in the long term by making the right information readily available to team members, ultimately helping them respond more quickly, make better decisions, and deliver well; a big piece of this is limiting rework anywhere possible, and retaining the information for future projects. Project information is an asset that should be easy to find over time.
Projects span everything from business requirements to architecture and design, to development and testing. These projects then affect future projects. The foundation for the initiative is retaining information from prior work, and making the latest version of the information easy to find. We want to work smarter and not harder in achieving our objectives. We want to encourage collaboration, manage e-mail properly which can either help or adversely affect collaboration, and have a single structured organization for all our documents and other information so that no information is lost. In addition, we wanted our project and application support teams to be more productive in doing their jobs instead of spending their time trying to locate the necessary information – or even worse, recreating prior work.
Some key takeaways of the IBM solution include the expected collaboration capabilities like ease of access, blogs, wikis, and files combined with automation, governance and the ability to leverage corporate investments in our enterprise content management system that we already have.
Are you interested to learn more about this story? Register here for this session (Session id SW106) at IBM Connect 2013 and hear Timothy Perry, CTO, Retirement and Protect of Genworth share the success story.
SW106: Genworth: Work Smarter Not Harder
Date: 28th January, 2013, 11:00 AM-12:00 PM| Location: Swan SW 1 - 2
Connect with ECM at IBM Connect 2013- Are you ready to take your social content to a new level in the era of Social Business?
Guest blog by Deepthi Nagarajan, Document Imaging & Capture, Social Content Management
The long-standing Lotusphere and last year's Connect conferences have become one this year as IBM Connect 2013! Connect 2013 comprises three work streams(Creating a Smarter Workforce, Exceptional Customer Experiences and Lotusphere Technical Programs) designed for Business leaders and functional managers across all disciplines of business, including human resource professionals, hiring managers, sales leaders, offering development and operations professionals.
The ECM team will be leading seven sessions (listed below) that focus on how ECM can help you to Connect People with Smarter Content in Context for Better Business Outcomes. With today’s business users expecting to consume, create and manage content from anywhere, anytime, social collaboration, communication and interaction in and around content have become the norm. Are you eager to know what’s next and how you can take this social content to a new level? If yes, make sure you attend the following sessions to see how ECM is helping your Social Business Strategy.
INV105: Content and Social Ignites Context: IBM's Content Platform of Engagement
Speakers: Doug Hunt, IBM; Ken Bisconti, IBM
Date: 29th January, 2013, 1:30 PM-2:30 PM| Location: Dolphin S. Hem IV-V
SW106: Genworth Financial: Work Smarter Not Harder
Date: 28th January, 2013, 11:00 AM-12:00 PM| Location: Swan SW 1 - 2
ECE212: Slumberland Furniture: Delivering Consistently Superior Customer Experiences
Speakers: Jamie Page, Slumberland Furniture
Date: 29th January, 2013, 10:00 AM-11:00 AM| Location: Swan SW 9 -10
SPN103: Living Social, It's Not Just About the Conversations & Topics
Date: 29th January, 2013, 11:15 AM-12:15 PM| Location: Swan Pelican 1 & 2
SPN113: Improving your Information Economics with Complete Lifecycle Governance
Speakers: Mark Martin, IBM
When, Where: 30th January, 2013, 1:30-2:30 PM| Location: Swan Mockingbird 1 & 2
SPN105: Reduce, Reuse, and Recycle Corporate Content!
Speakers: Margaret Worel, IBM
Date: 30th January, 2013, 10:00-11:00 AM| Location: Swan SW 3-4
INV309: Ignite Business Performance in Real-Time with Social Collaboration, Mobile and Content
Date: 29th January, 2013, 5:30 PM-6:30 PM |Location: Dolphin S.Hem
BOF307: Archiving and De-duplicating Email, Files and Social Content
Speakers: Cengiz Satir, IBM
Date: 31st January, 2013, 7:00 AM-8:00 AM| Location: Swan Toucan 1
Get Social. Do Business.
Craig Hayman, GM Industry Solutions, IBM Software Group
In his book, Physics of the Future: How Science Will Shape Human Destiny and Our Daily Lives by the Year 2100, Michio Kaku writes that the average cell phone today boasts more computational power than all of NASA in 1969, the year that it sent Armstrong to the moon. It’s Moore’s Law in action and it’s happening all around us.
Now consider the growth of computational power and the accompanying explosion of data from the perspective of a corporation. Data volume growth today far exceeds budget and revenue growth rates for many organizations. Big Data can become a Big Problem for Chief Information Officers (CIOs) and Chief Legal Officers alike. It can easily overwhelm IT budgets and current processes for e-discovery, records and retention management, archiving and leveraging information assets. As a result, companies are investing in software that can help them dig out of this data hoarding hole and automate defensible disposal of debris.
So today we’re announcing that we’ve entered into a definitive agreement to acquire StoredIQ Inc., a privately held company based in Austin, Texas. With this agreement, IBM adds to its prior investments in Information Lifecycle Governance (ILG) by adding StoredIQ capabilities to rapidly find and use unstructured information of value, respond more efficiently to litigation and regulatory events, lower information cost as data ages, and dispose of data that has outlived its purpose to lower cost and risk. Think of the StoredIQ agreement as the latest example of how IBM is bringing an unparalleled commitment to the science of information economics to shape the daily lives of CIOs, legal teams, and line of business staff.
In fact, IBM’s Information Lifecycle Governance suite improves information economics by helping companies lower the total cost of managing data while increasing the value derived from it by:
StoredIQ software provides highly scalable analysis and in-place governance of disparate and distributed email, files, and other content repositories. This includes the ability to discover, analyze, monitor, retain, collect, de-duplicate and dispose of data. Organizations can now more efficiently use and govern their unstructured data wherever it resides to increase its value and eliminate unnecessary cost, risk and data.
Once the acquisition is completed, StoredIQ will add to IBM’s ILG portfolio and bolsters its advantage in improving information economics by enabling customers to rapidly achieve defensible disposal and related cost and risk takeout. We intend to expand the existing integration with StoredIQ and IBM ILG products to deepen cost-savings and total cost of ownership benefits for customers. We further plan to incorporate StoredIQ into our ILG business in Enterprise Content Management, which is part of IBM’s Software Group. Building on prior acquisitions of PSS Systems in 2010 and Vivisimo in 2012, IBM adds to its strength in rapid discovery, effective governance and timely disposal of data.
This transaction is subject to customary closing conditions and is expected to close in the first quarter of 2013.
For more information, see http://www.ibm.com/software/ecm/storediq/index.html.
IBM has recently announced a new software offering designed to address the burgeoning challenge of fraud in commercial and public sector organizations.
IBM Intelligent Investigation Manager (IIM) optimizes the investigation of fraud for customers across many industries in the commercial and public sector spaces. It does so by enabling more efficient and effective investigations, capturing all of the relevant details and actions of the case and enabling investigators to dynamically collaborate on cases. It also integrates forensic and link analysis into the investigative process, providing investigators with investigative leads, helping them better understand the scope of the fraudulent activity and generating evidence.
The IBM fraud management portfolio enables the building of industry-specific solutions. IIM is one of the core parts of the IBM Smarter Analytics Solution – Fraud, Waste and Abuse and plays a key role in these solutions, providing investigative and analytic support for fraud use cases in healthcare, insurance, finance, and many other markets.
3 key benefits for commercial organizations:
(1) A more expeditious way of preventing or resolving fraudulent activities, by reducing false-positives when dealing with massive amount of data, makes for efficient, trackable investigations
(2) A reduction in the revenue lost from fraud, through better detection, resolution and prevention of, and protection of your customers, citizens and policy holders against fraud
(3) A reduction in the cost of fighting fraud, by reducing the resources needed to collect and assimilate data, removing the manual steps, and progressing toward a ‘just in time’ approach to fighting fraud
3 key benefits for Public Safety:
(1) IMM allows organizations to address the vast increase in data, the amount and the formats, much of which is unstructured
(2) It helps organizations make sense of data that’s often external, raw (often from unidentified sources, and apparently unconnected), or from mobile sources, and that which resides in internal systems
(3) It helps improve the efficiency of turning data into information, and reduces the cost of responding to issues and priorities that impact public safety
To learn more about this solution please watch our new video series – Fighting Fraud on Friday. Starting this month, a new video will be released every Friday. Each segment is presented by a subject matter expert and covers a unique topic to help you understand how IBM is making Intelligent Investigation a reality.
After 15 years of looking after Datacap’s marketing interests, I was pretty sure that I could no longer be surprised. When it comes to document capture, it’s easy to feel like you’ve seen it all. Yet, IOD 2012 was filled with surprises – and the good the kind. Since joining IBM’s ECM division in 2010, the Datacap product – with its open, rules-driven architecture – has inspired many, it seems, to extend its capabilities in all kinds of directions. It was at IOD, where the extent of all that extensibility became apparent to me.
I had the pleasure of hosting a luncheon at IOD 2012 called “The Seven Secrets of Success for Capture Engagement.” The idea being that we would invite Datacap users and prospects to a delicious lunch and then show off seven new things you can do in the Datacap environment that help our customers delight their customers. I started asking around about new Datacap applications and, suddenly, I was wondering how to keep the list to only 7.
Within the IBM technical community, our developers had come up with cool things like integrating Datacap into a Fujitsu network scanner so that anyone could walk up, push a few buttons and start capturing documents using the scanner’s touchscreen – even for verification of data. We also demonstrated how to add new documents into the Datacap Entry-Level product with just a few clicks – setting up sophisticated document ID and data validations in the process. And Datacap co-founder and software architect Noel Kropf acted out the part of a delivery driver – complete with brown shirt and shorts - who saves his company time to bill by using Datacap with an iPhone to capture signed delivery documents on the spot.
If demonstrating Mobile Capture was exciting – and it certainly had our audience of 60 customers, business partners and IBMers sitting up and taking notice – what got me revved up was seeing what our business partners had done.
IBM partner Databank showed an application they designed and installed at a bank to accelerate loan approvals for customers, which integrated a Fujitsu network scanner, Parascript advanced handprint recognition, and a real time workflow to enable a regional manager to support a branch request in minutes.
EDAC Systems, which has developed several applications with Datacap, demonstrated some enhancements they’ve made with image processing to improve text recognition – even for handprint – to enable correspondence tracking, among other uses.
European partner xft showed off its certified connector to SAP, which allows Datacap to “talk” to SAP in real time – for PO line item reconciliation during the capture process and facilitates a smooth handoff to SAP of captured data.
Imagine Solutions, IBM’s 2012 Excellence Award winner, showed a live demo of their solution for mortgage processing with Datacap that leverages IBM Content Classification to correctly identify and classify mortgage documents in a batch, which is as close to a David Copperfield magic trick as we had in Las Vegas.
All in all, we showed off 8 solutions at our luncheon and could have shown another 8 if we had the time. Tritek Solutions has built a human resources capture solution, Miria Systems has a proven P2P solution, CM Mitchell Consulting has developed capture solutions for Oracle, and CGI has built a complete healthcare document management solution with Datacap and Production Imaging Edition, called Sovera. Furthermore, Magic Lamp Software, Neocol, and R2K have enhancements of their own that would have fit nicely in our lineup of solutions for “capture engagement.”
For me, the “Seven Secrets of Success” turned out to deliver unexpected surprises about the creative and technical prowess of the new “ecosystem” of partners who have taken Datacap in new and interesting directions. I certainly did not list all the enhancements available in this short report and I can only imagine what new solutions are being put together even now.
But as they say, “surprise me.”
Sanjay Kupae 2700050U55 email@example.com Tags:  defensible ilg disposal governance ecm information 4,920 Visits
Deidre Paknad – Vice President, Information Lifecycle Governance Solutions, IBM
Many organizations recognize intuitively the qualitative benefits of improving how they govern information but have a difficult time quantifying these benefits or galvanizing their organizations forward. I’ve recently worked with a number of large organizations to go beyond Information Governance to improving Information Economics. This involves many of the concepts of governance but puts a focus on the economics – the value and the cost – of information. I use the term Information Economics to refer to understanding and extracting value, knowing and controlling cost, and, most importantly, aligning cost to value; an Information Economics practice can improve the profit margin on information.
This is both challenging and important because the value of information declines over time while the cost is constant and information risk rises over time. The widening gap between the value of the information and its cost and risk create a negative economic impact on any organization – the cost of information and the risk it poses exceed its value.
Certain types of retain or lose value faster than others and the value lifetime varies by industry as well. For example, the duration of time that product development information is valuable is a function of product lifecycles and the R&D cycle time to invent and bring a product to market. In the fast-paced consumer electronic segment where a new model comes out every 10 months and consumers replace their devices just as often, 6-year-old product design information is of little value as it is far outdated and the unlikely source of new innovation. On the other hand, aircraft lifespans of 30 years and the very slow customer turnover make 6-year-old product data of value to both the business and of interest to the regulators of the industry. In either company, the duration of time that back office information is of value is likely similar.
In many business functions and industries, regulators and government agencies require companies to keep data after it has lost its business value. In fact, the law was written to force organizations to act against their own interest to ensure that information the company would otherwise dispose is available for investigation or litigation. This regulatory requirement is a tax on the business – it is a cost without an offsetting benefit or value. Of course, companies have other duties to produce information in the event of investigation and litigation that apply to the total universe of potentially relevant information they have on hand when the investigation or litigation is anticipated or occurs (the duty to preserve evidence). As data ages, it is phenomenally expensive to gather, process, restore and review this information because the technology to restore and read it has long-since decayed, the location and nature of the data is difficult to distinguish without restoring it, and the context for understanding it completely absent. Gartner estimates the cost at $18,000 per gigabyte! Data that neither the business nor the regulators need is pure risk to the organization with tremendous cost exposure. At IBM, we are helping our customers improve information economics through continuous alignment of cost to information value. When orchestrated under a strategic program and sequenced by information economics principles, many of the activities traditionally associated with information and lifecycle governance are levers to ensure that the cost of information aligns with its value, that its full value is realized and that the risks information poses are managed cost-effectively.
There are three important inflection points over the value cycle:
1. Analytics – Even when information has value to the business, if business stakeholders aren’t able to extract and apply that value in the decisions they make, the value is lost (and it represents only cost to the organization). Most of us, however, lose the context of information we created ourselves very quickly and we lack context on information our colleagues may have gathered or generated that is of value in our decisions. Content analytics and big data analytics help organizations maximize value during the window of time in which it exists – this is essential to improving economics.
2. Cost and Volume Compression – As data ages out and loses value or the frequency of its relevance to the business, it’s important to compress its cost in parallel. This is particularly important when there is no business value and only a regulatory need to keep the data. As individuals most of us never consider over-paying our taxes, but organizations that over retain or over-spend on storing data for regulators are over paying their taxes! In other cases, data without value is inappropriately stored as if it is premium value such as test data and non-production instances, which clearly lack the same business value as their production counterparts. Archiving data to reduce its footprint and cost keeps the ratio of cost to value in line and tiering data to an appropriate cost point also drive information economics.
3. Defensible Disposal – When neither the business nor regulators need information any longer, dispose of it. Retaining it longer at any cost point is waste, unnecessary cost and risk. Over paying for useless data actually reduces the capital and resources companies can invest in maximizing information of value.
In the next blog, we will discuss the four building blocks for improving information economics. In the meantime, consider whether your organization can quantify true information cost and whether the cost to value ratio can be improved!
About the Author – Deidre is widely credited with having launched the first commercial applications for legal holds, collections and retention management and is a recognized thought leader in legal and information governance with numerous patents in the field. In 2004, she founded the CGOC (Compliance, Governance and Oversight Council), a professional community with over 2000 corporate members, to advance practices for governance, retention and eDiscovery. Deidre has authored many papers in the eDiscovery and governance field. She has been a member of several Sedona working groups since 2005 and co-leads the EDRM IGRM Initiative. She is a seasoned entrepreneur and executive with 25 years’ experience applying technology to inefficient business processes to reduce cost and risk. Deidre was inducted into the Smithsonian Institution for innovation in 1999 and again in 2000. Today, she leads IBM’s Information Lifecycle Governance business, which includes its eDiscovery, records and retention, archiving and defensible disposal solutions.
Follow Deidre on Twitter @day_dree
When people say Information On Demand 2012 is the place to learn how to think big, what they mean is that it’s the place to learn how to make a difference in your organization. At IOD 2012, business and IT leaders, who are utilizing IBM Smarter Analytics, give their first-hand accounts of how the solutions have provided them with better insight and business outcomes. Expert presenters explain the latest innovations such as big data, analytics, decision management and expert integrated systems which can help you align your organization around information, anticipate and shape business outcomes, act with confidence at the point of impact, and improve the economics of your IT investments.
One of the most important aspects of any business is managing the volume, variety and velocity of information. IBM ECM teaches attendees how to harness the information explosion and realize the full value of their content. Some successful companies are already using collaborative and mobile tools to add better context to their information. New analytics and case management capabilities improve fact-based decisions and outcomes, while defensible disposal of excess information can save enormous costs and reduce risk. IBM ECM is helping companies work smarter to grow their industry-specific business with high-value solutions - today.
Guest blog by Deepthi Nagarajan, Category Marketing Manager (Document Imaging and Capture and Social Content Management)
All of us are victimized by information explosion. I think most of you will agree with me to an extent… Every day, we are bombarded with data from varied channels. This data comes from virtually everywhere: social media, emails, online videos, online purchases, mobile GPS signals, and more. There were times in the past when all we had to do was spend a significant amount of time managing our inboxes and sorting our e-mails. Now we have even more content to manage, not just e-mails. We have Tweets, Updates, Posts, Blogs and the future will have much more to give!
IBM estimates that we are creating 2.5 quintillion bytes of data every day. And while this explosive growth is enabling enhanced collaboration, productivity and innovation, it also dramatically increases IT costs and exposure to risk. With the diversity and volume of content types growing, there is a growing demand for new deployment models and access to content management functions from any device, anywhere. The 2011 IBM CEO Study found that 78% of CIOs want to improve the way they use and manage content. Simplification and Consolidation of content is the first step towards improving the use of content.
Many organizations have content spread across disparate content systems with an obvious need to consolidate that content. The key idea behind enterprise-wide standardization and consolidation is a single repository, which would provide a “single source of truth”. Yes, consolidation provides a “single source of truth”. But the content can be most useful only if it is consumed by other high value applications. A recent IBM study showed that it is believed an estimated 50 percent of organizational content carries risk, without delivering any measurable business value. This proves the point that most organizations fail to use the content that they have consolidated from different content systems. A robust ECM Platform should act as the foundation for high value ECM solutions, which would put the organizations content to best use. Clients should have the option to augment the value derived from their ECM Platform as an entry point into middleware extensions, analytics, BPM, data management, collaboration, etc. Clients also should be able to leverage robust, flexible technology available via a variety of delivery platforms. If they fail, they will continue to maintain multiple systems to manage their content management needs.
What organizations need today is much more than a “single source of truth”. They need a world-class content repository that supports a range of ECM use cases such as document management, information lifecycle governance, case management and search & analytics through seamless integration with applications for those use cases .
To learn more about how IBM can help you in building a world-class content repository, attend the Information on Demand 2012 Conference. Start your conference experience by downloading the ECM at IOD Agenda. Or if you're already registered, use the SmartSite to start planning your experience, scheduling sessions, and connecting with other attendees and speakers.
Guest Blog by David Jenness, Market Segment Manager, IBM Document Imaging & Capture
Since IBM acquired Datacap two years ago, there has been an enormous effort to globalize Datacap Taskmaster Capture, the intelligent document input solution, expanding its reach from English language capture to the world’s languages. With every new release, Taskmaster adds new languages, and today it supports nearly 30 languages worldwide.
Guest post by Evan Fitch, IBM ECM Marketing
Remember the good old days when a software solution had to be painstakingly shoe-horned into a companies’ business just so they could get some of the functionality they originally wanted? With the edition of a lower-cost Entry Level version and an Enterprise Edition bundle, the newly released IBM Datacap Taskmaster Capture v8.1 is so flexible it might impress a yoga instructor.
Datacap Taskmaster Entry Level is a lower-cost version of Taskmaster, based on the user-friendly FastDoc Capture interface. This version can automate the capture of data fields for indexing with OCR, Identify documents by comparing them to a database of previously scanned documents, help ensure data accuracy with database look-ups and deliver data and images straight into IBM
FileNet Content Manager. These scanned documents can be exported in either image or searchable pdf format. If a customer needs a more robust capture solution, they can upgrade to the standard version of Taskmaster.
At the high end, the Datacap Taskmaster Enterprise Edition bundle provides greater support for high volume input of documents, enables both increased performance and increased capabilities, with expanded document classification capabilities using IBM Content Classification..
This feat is performed by combining Taskmaster features such as Datacap Taskmaster Capture Connector for eMail and Electronic Documents, which enables conversion of email messages and attachments, , which enables you to unpack .zip archives and convert Microsoft™ Word, Excel, Outlook, PDF, and multipage TIFF files to single page TIFF files for processing. Taskmaster Capture Connector for Fax is included which supports capture of faxes and associated metadata from fax servers. Datacap Rulerunner Enterprise was added to deliver scalability and increased performance by leveraging multiprocessor systems and high-speed fingerprint matching. The final piece of the puzzle is Content Classification,which Enables automatic document classification of text-based documents using content analytics full text analysis.
The new Datacap Taskmaster release doesn’t stop there. There are many new features and improvements including enhanced globalization with support for Simplified Chinese and Cyrillic (for the Russian market), pdated thick and thin client user interfaces to improve the user experience, and support for IBM System Dashboard for monitoring Taskmaster Capture system performance.
Sanjay Kupae 2700050U55 firstname.lastname@example.org Tags:  analyze content analytics iod2012 ecm safety 2,578 Visits
Guest post by Campbell Robertson, Program Director Industry Strategy and Market Development - Public Sector, IBM Enterprise Content Management
Post 2008, governments across the world are forced to re-prioritize their focus and are under severe pressures to do ever more with ever less; while expectations continue to increase. This mandate is especially true for Public Safety organizations.
With rising population in cities, shifting demographics, technological developments and accelerating globalization there are increasing social and commercial risks of crime. Public safety organizations across the globe are looking at adopting transformative technologies to make smarter decisions, deliver results and demonstrate accountability.
Be it traditional crimes like burglary, vandalism or mail fraud to difficult-to-trace crimes such as terrorism, money laundering and hate crime- investigative work is highly information driven. Traditionally, crime Investigation meant manually sifting through multiple reports and documents scattered across multiple structured and unstructured sources. The manual intelligence access and analysis meant a typical successful case taking weeks or months; and public safety agencies know that time is detrimental to success.
Combining technology and information is key to successful crime and threat investigations, law enforcement agencies need technology that can speed up the process of discovering, analyzing and linking information. Content Analytics provides the capability to extract, search and analyze crucial information from disparate sources and improve the speed and quality of intelligence gathering. By using content analytics tools, agencies can not only solve cases more quickly but also identify non-obvious relationships within data that could possibly prevent a crime from happening in the first place.
A UK law enforcement agency used IBM Content Analytics to perform high-precision text analytics to identify phone numbers from investigative reports which was then used to cross-reference all of the phone numbers so that when a new document arrived, the analyst was presented with a list of all phone numbers and for each number, a list of previous references to that phone number. This solution would reduce analyst’s efforts by 6 hours, which meant faster analysis of information and in the long run more successful investigations.
To know more about how IBM address investigation challenges of Public Safety agencies, attend the Building an IBM i2 and Case Manager Solution for Public Safety and Commercial Fraud and Future Analytics Platform for Law Enforcement and Public Safety sessions at Information OnDemand 2012 Global Conference at Las Vegas in October 2012.